Service Tickets Tutorials

Before you create service tickets, the Service Type must be created and added to a Menu Group, and user access must be set.

The navigation depends on where the Service Type is added (e.g. Operations > Service: Account Queries).

💡These tutorials explain how to create, edit, process and delete service tickets and projects, record timekeeping, link transactions and view Gantt charts.

How to Create a Sales-Related Service Ticket#

1. Navigate to the Service Manager for Sales-Related enquiries.
2. Click New (button).
3. Status Bar:
   1. Status: The default status for new tickets. You can change it only by adding a note.
   2. Status Note = Enter a status note (optional).
   3. Remind = Select a date on which to be reminded about the ticket.
   4. @ = Select a time for the reminder.
   5. Due = Select a date by which the ticket must be resolved.
   6. @ = Select the time by which the ticket must be resolved.
4. Customer = Select a customer from the dropdown list of customers.
5. Press Enter or click Save (button) to fill in the Contact and Rep fields automatically.
6. Contact = Select a contact person from the dropdown list of the customer’s contact people.
7. Rep = Select a rep from the dropdown list.
8. Category = Select a category from the dropdown list.
9. Reference = Select a reference from the dropdown list if there is one. Otherwise, enter a reference in the field provided.
10. Entity = Select an entity from the dropdown list.
11. Assign To: You can select a resource only by adding a note.
12. Lead Source = Select an option from the dropdown list if a lookup list was created. Otherwise, enter the lead source.
    • Note: The lead source is the source of the referral in general terms (e.g. website, rep, another customer).
13. Referred By = Select a user from the dropdown list. This field is for internal purposes to track referrals by staff members.
14. Once-off = Enter the amount that the customer was or will be quoted for a once-off service (e.g. set-up costs).
15. Annual = Enter the amount you are likely to earn from the customer over the course of one year (e.g. monthly subscription fee x 12).
16. Probability % = Enter the likelihood, as a percentage, that the customer will sign up for your service.
17. Click Save (button).
18. Click Note (button) and select an option from the dropdown list (e.g. Message).
19. Complete the popup:
    1. Enter a note in the box provided.
    2. Select a user to Assign the Task to (if applicable).
    3. Set a new Status (optional).
    4. Click Save (button).

How to Create a Project Ticket#

1. Navigate to the Service Manager for Projects.
2. Click New (button).
3. Status Bar:
   1. Status: The default status for new tickets. You can change it only by adding a note.
   2. Status Note = Enter a status note (optional).
   3. Remind = Select a date on which to be reminded about the ticket.
   4. @ = Select a time for the reminder.
   5. Due = Select a date by which the ticket must be resolved.
   6. @ = Select the time by which the ticket must be resolved.
4. Customer = Select a customer from the dropdown list of customers.
5. Press Enter or click Save (button) to fill in the Contact and Rep fields automatically.
6. Contact = Select a contact person from the dropdown list of the customer’s contact people.
7. Rep = Select a rep from the dropdown list.
8. Asset = Select an asset from the dropdown list. If only one asset is linked to a customer, it is automatically selected.
9. Category = Select a category from the dropdown list.
10. Reference = Select a reference from the dropdown list if there is one. Otherwise, enter a reference in the field provided.
11. Entity = Select an entity from the dropdown list.
12. Click Save (button).
13. Click Projects (tab).
    1. Click Add (button) on the Projects tab to open the Select Project Templates (Active) screen. Only Active templates with an Enable Groups setting that matches the project’s Enable Group setting are listed.
       • Note: To use a template without groups (or with groups), first change Actions (button) > Enable Group. You can change it only while the task list is empty.
    2. Select the template (use Ctrl + left-click to select more than one) and click Select (button).
    3. Click View (button) if the project details do not appear.
    4. Find the task that must be performed next and set its status to Active (click its status and select Active from the dropdown list).
    5. Click Save (button) to update the statuses.
14. Click Detail (tab).
15. Click Note (button) and select an option from the dropdown list.
16. Complete the popup:
    1. Enter a note in the box provided.
    2. Set a new Status.
    3. Click Save (button).

How to Create an Accounts-Related Service Ticket#

1. Navigate to the Service Manager for account queries.
2. Click New (button).
3. Status Bar:
   1. Status: The default status for new tickets. You can change it only by adding a note.
   2. Status Note = Enter a status note (optional).
   3. Remind = Select a date on which to be reminded about the ticket.
   4. @ = Select a time for the reminder.
   5. Due = Select a date by which the ticket must be resolved.
   6. @ = Select the time by which the ticket must be resolved.
4. Customer = Select a customer from the dropdown list of customers.
5. Press Enter or click Save (button) to fill in the Contact and Rep fields automatically (optional).
6. Contact = Select a contact person from the dropdown list.
7. Rep = Select a rep from the dropdown list.
8. Reference = Select a reference from the dropdown list if there is one. Otherwise, enter a reference in the field provided.
9. Entity = Select an entity from the dropdown list.
10. Assign To = Select a resource to assign the ticket to.
11. Click Save (button).
12. Click Note (button) and select an option from the dropdown list (e.g. Message).
13. Complete the popup:
    1. Enter a note in the box provided.
    2. Select a user to Assign the Task to (if applicable).
    3. Set a new Status (optional).
    4. Click Save (button).

How to Edit a Service Ticket#

1. Navigate to the applicable Service Manager.
2. From a list of tickets, double-click the ticket you want to edit or right-click the ticket and select Edit.
3. Click Edit (button) on the top row.
4. Edit the ticket as needed (see the sections below for more detailed instructions).
5. Click Save (button) on the top row.

How to Expand the Notes#

1. Navigate to the applicable Service Manager.
2. From a list of tickets, double-click the ticket you want to edit or right-click the ticket and select Edit.
3. Click Edit (button) on the top row.
4. Click Detail (tab) if applicable.
5. Check the box next to Expand to show the full notes (uncheck it to truncate them).

How to Edit Project Fields#

1. Navigate to the applicable Service Manager.
2. From a list of tickets, double-click the ticket you want to edit or right-click the ticket and select Edit.
3. Click Edit (button) on the top row.
4. Click Projects (tab).
5. Edit the fields in blue for each entry. Some fields can be edited only on groups, milestones or tasks (see Service Tickets Edit View Interface).
6. Click Save (button).

How to Adjust the Project Dates#

1. Navigate to the applicable Service Manager.
2. From a list of tickets, double-click the ticket you want to edit or right-click the ticket and select Edit.
3. Click Edit (button) on the top row.
4. Click Projects (tab).
5. Check that the Days column is filled in for each milestone, and the Predecessor column where milestones must follow one another. If you edit the fields, click Save (button) to recalculate the totals.
   • Note: Scheduling sets the dates of the milestones only. It clears the days and predecessors of groups and tasks, and skips cancelled milestones and milestones with the default status for Fix Dates.
6. Click Actions (button) > Schedule to display the Schedule section.
7. Fill in the project’s Start date (for ASAP) or End date (for ALAP).
8. Click Schedule (button) and select one of these options:
   • ASAP (From Project Start Date) > Every Day, Exclude Sundays or Exclude Weekends: Schedules each milestone as soon as possible from the project’s Start date, or from the end of its predecessor. It also updates the project’s End date. If the Start date is blank, today’s date is used.
   • ALAP (From Project End Date) > Every Day, Exclude Sundays or Exclude Weekends: Schedules the milestones as late as possible up to the project’s End date and updates the project’s Start date. You are prompted to enter an End date if necessary.

How to Update Multiple Items#

1. Navigate to the applicable Service Manager.
2. From a list of tickets, double-click the ticket you want to edit or right-click the ticket and select Edit.
3. Click Edit (button) on the top row.
4. Click Projects (tab).
5. Select all the items that must be updated.
6. Click Actions (button) on the Projects tab > Batch Update.
   1. Select one of these options next to Update:
      • Status = Select a template from the first dropdown list. Select a status from the second dropdown list.
      • Required = Select a date on the calendar.
      • Start = Select a start date on the calendar.
      • End = Select an end date on the calendar.
      • Hrs = Enter the number of hours in the adjacent field.
      • Days = Enter the number of days in the adjacent field.
      • Billing = Select a billing option from the dropdown list:
        • None
        • Fixed
        • Variable
        • Out of Scope
      • Resource = Select a resource from the dropdown list.
      • Tags = Select a tag from the dropdown list, click Add (button) to add it or Remove (button) to remove it, and confirm the change.
   2. Click Update (button) and confirm the update.
7. Alternatively, click Actions (button) and select one of these options:
   • Update Status from Templates: Updates the available statuses from the Project Template.
   • Set Start-To-Finish (SF) Predecessor: Starting from the top, sets the tasks that are listed first as predecessors for the next task (that is, tasks must be completed in order and cannot be completed simultaneously).
   • Clear Predecessor: Removes all the predecessors.
   • Set Audit Dates to Start Dates: Sets all the audit dates to match the start dates. (To see the audit dates, add the Audit column with Field Chooser (*).)
   • Delete: Deletes the selected entries and all the items under them. Deleted project items cannot be restored.
8. Click Save (button) if it is not greyed out.

Timekeeping#

How to Record Timekeeping for a Service Ticket#

1. Navigate to the applicable Service Manager.
2. From a list of tickets, double-click the ticket you want to edit or right-click the ticket and select Edit.
3. Click Start (button) on the top row of buttons.
   • Note: If the button shows Stop, a timekeeping record is already running.
4. Confirm that you want to start the timekeeping.

How to Record Timekeeping for a Project#

1. Navigate to the applicable Service Manager.
2. From a list of tickets, double-click the ticket you want to edit or right-click the ticket and select Edit.
3. Click Projects (tab).
4. Click View (button) on the Projects tab.
5. Right-click the task you want to start and select Start Timekeeping.
   • Note: If the menu shows Stop Timekeeping, a timekeeping record is already running.
6. Confirm that you want to start the timekeeping.

How to Stop Timekeeping for a Service Ticket#

1. Navigate to the Service Manager.
2. Double-click the ticket you want to edit or right-click the ticket and select Edit.
3. Stop the timekeeping:
   • For a ticket: Click Stop (button) on the top row of buttons.
     • Note: If the button shows Start, no timekeeping record is running.
   • For a project: Right-click the task and select Stop Timekeeping.
4. Confirm that you want to stop the timekeeping.
   • Note: The fields in the footer on the Projects tab display the Estimate and Actual Hours. To see the actual hours of each entry, add the Act Hrs (Actual Hours) column with Field Chooser (*).
5. For a project, click View (button) on the Projects tab to update the actual hours.

How to View a Timekeeping Record#

1. Navigate to Timekeeping (e.g. Main Menu > Operations > Timekeeping).
2. Select the date next to Set.
3. Adjust any of the other filters if applicable (e.g. Resource, User, Statuses).
4. Click View (button) to show a list of timekeeping records.
   • Note: The Linked column shows the number and reference of the service ticket.

How to Process a Service Ticket#

These tutorials explain how to resolve a service ticket.

How to Add Note Topics and Notes#

1. Navigate to the applicable Service Manager.
2. From a list of tickets, double-click the ticket you want to edit or right-click the ticket and select Edit.
3. Click Detail (tab) if applicable.
4. Click Edit (button) on the top row.
5. Click Note (button) and select an option from the dropdown list.
   1. Enter the information in the notepad that opens.
   2. Change the Assign To field if applicable.
   3. Click a status if applicable.
   4. Click Save (button) on the notepad or click the X in the corner to close the note popup.

How to Add Attachments#

1. Navigate to the applicable Service Manager.
2. From a list of tickets, double-click the ticket you want to edit or right-click the ticket and select Edit.
3. Click Detail (tab) if applicable.
4. Click Edit (button) on the top row.
5. Click Attachment (button) and confirm that you want to add an attachment.
   1. Click one of the tabs:
      • Upload from Device (tab) = Drag a document onto Drop File Here, or click Select Files from your Device and navigate to the file.
      • URL (tab) = Paste a URL in the box provided.
      • Capture Image (tab) = Use your camera to capture an image.
   2. Edit and complete the header information:
      1. Status = Change the status if applicable.
      2. Reminder = Select a reminder date from the calendar (optional).
      3. Description = Edit the name if applicable.
      4. Type = Prefilled, but you can edit it.
      5. Issued = Click the arrow and select an issued date if applicable.
      6. Expires = Click the arrow and select an expiry date if applicable.
   3. Click Save (button) on the popup if it is not greyed out.
   4. Close the popup by clicking the X in the corner.
   5. The attachment is listed below the notes.

How to Create a Transaction#

1. Navigate to the applicable Service Manager.
2. From a list of tickets, double-click the ticket you want to edit or right-click the ticket and select Edit.
3. Click Edit (button) on the top row.
4. Click Actions (button) on the top row and select an option. The available options depend on the Service Type’s setup. For example:
   • Quotations (From Project)
   • Quotations
   • Sales Order
5. The transaction is created and opens. For transactions such as quotations, only the header is filled in: complete the items manually.

How to Complete a Project or Service Ticket#

1. Navigate to the applicable Service Manager.
2. From a list of tickets, double-click the ticket you want to edit or right-click the ticket and select Edit.
3. Click Edit (button) on the top row.
4. Click Detail (tab) if applicable.
5. Click Note (button) and select Resolved from the dropdown list.
   • Note: If you added custom responses, you might have a different option (e.g. Complete).
6. Enter more information on the notepad that opens (optional).
7. If you changed any information, click Save (button); otherwise, click the X in the top corner.

How to Link a Transaction to a Service Ticket’s Profit / Loss#

1. Navigate to the transaction you want to link (e.g. Work Order).
2. Check that the transaction can be edited; if not, change the transaction’s status to one that allows editing.
3. In the items section, click Field Chooser (*) and check the box next to Service No.
4. Next to the item you want to add, click the dropdown list in the Service No. column and select the applicable ticket from the dropdown list.
5. Click Save (button).

How to Link a Transaction to a Service Ticket#

1. Make a note of the ticket number you want to link.
2. Navigate to the transaction you want to link (e.g. Work Order).
3. Click Actions (button) > Link to Service.
4. Select the Service from the dropdown list.
5. Enter the ticket number in the field that shows No.
6. Check the box next to Link downstream transactions to link any future transactions created from the current transaction (optional).
7. Click Update (button).
8. Click Links (button) and select the service ticket from the dropdown list to navigate to it.

How to Create a Version of a Service Ticket#

1. Navigate to the applicable Service Manager.
2. Double-click the ticket you want to copy or right-click the ticket and select Edit.
3. Click Actions (button) > Copy To Version.
4. Click Yes (button) on the “Copy To Version?” popup.
   • Note: The new version opens. It has the header details of the ticket you copied (for example, the customer, contact, category and reference), but not its project items.

How to Delete a Service Ticket#

1. Navigate to the applicable Service Manager.
2. Right-click the ticket you want to delete and select Delete.
3. Confirm the deletion on the popup.

Viewing#

These tutorials explain the different displays.

How to View a Service Ticket#

1. Navigate to the applicable Service Manager.
2. From a list of tickets, double-click the ticket you want to edit or right-click the ticket and select Edit.

How to View All Tickets for a Customer or Supplier#

1. Navigate to the applicable Service Manager.
2. From a list of tickets, double-click the ticket you want to edit or right-click the ticket and select Edit.
3. Click Detail (tab) if applicable.
4. Click Actions (button) > Company.
5. All the tickets of the same company (customer or supplier) appear.
   • Note: You can right-click an entry on the list on the Tickets tab and select Link Ticket / Unlink Ticket or Open Ticket.

How to View All the Transactions for a Customer or Supplier#

1. Navigate to the Service Manager.
2. From a list of tickets, double-click the ticket you want to edit or right-click the ticket and select Edit.
3. Click Detail (tab) if applicable.
4. Click Actions (button) > Company.
5. All the transactions of the same company (customer or supplier) appear.
   • Note: You can right-click a transaction and select Link Transaction or Open Transaction.

How to View a Gantt Chart#

1. Navigate to the applicable Service Manager.
2. From a list of tickets, double-click the ticket you want to edit or right-click the ticket and select Edit.
3. Click Gantt (tab).

How to Edit Multiple Service Tickets (Batch Updates)#

1. Navigate to the applicable Service Manager.
2. Display a list of tickets.
3. Click Actions (button) > Batch Update.
4. Check the box of each ticket you want to update.
5. Select one of these options next to Update and complete the adjacent field:
   • Assign To = Select a user from the dropdown list.
   • Category = Select a category from the dropdown list.
   • Due Date = Select a due date from the dropdown list.
   • Reminder Date = Select a reminder date from the dropdown list.
   • Entity = Select an entity from the dropdown list.
   • Status = Select a status from the dropdown list.
6. Click Update (button).
7. Confirm the changes.